Experienced Customer Advocacy Manager – Global Team Leadership and Customer Experience Excellence
**Rewritten Job Description:**
Join arenaflex's Diverse and Talented Team as an Experienced Customer Advocacy Manager
At arenaflex, we're dedicated to simplifying the complexity of business and making it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. As a Customer Advocacy Manager at arenaflex, you'll play a vital role in driving the growth and success of our Advocacy team, fostering a culture of collaboration, relationships, and professional development.
About arenaflex
Arenaflex is a global leader in customer experience software, powering billions of conversations with brands you know and love. We believe in offering our people a fulfilling and inclusive experience, with a hybrid way of working that enables us to come together in person and collaborate remotely. Our commitment to diversity, equity, and inclusion is reflected in our ongoing efforts to foster a global workplace where everyone feels valued and respected.
Job Responsibilities
- Manage and Coach a Team of Advocates: Support and develop a team of Advocates, helping to remove roadblocks and drive success. Coaching is a critical aspect of this role, with a focus on delivering on KPI/Metric targets and developing new initiatives or iterating on existing processes.
- Expedite Advanced Customer Issues: Reduce first reply time and full resolution time, actively monitor and address all escalations as needed.
- Analyze Long-Term Trends: Work with Managers to hit key performance metric targets and ensure customer satisfaction.
- Manage Team Allocations and Career Development Opportunities: Collaborate with senior leadership teams to drive service improvements and manage projects.
- Communicate with a Global Peer Group: Maintain consistency in delivering the best experience for the customer.
- Hire and Develop New Advocates: Partner with other departments to be the voice of the customer and provide continued pathways of communication for better escalations.
- Lead Weekly Team Meetings: Ensure team understanding of company initiatives and drive teams towards higher performance and quality expectations.
- Be Part of the Escalation Process: Handle customer issues with the highest sense of urgency.
- Conduct QA Evaluations and Provide Coaching Feedback: Remain calibrated with the Quality team and other managers.
- Drive Product Change and Improvement: Continuously provide feedback and exposure to projects that help make arenaflex the leading support platform.
- Liaise with Internal Departments: Help them be successful in their roles to resolving customer issues.
- Be the First Responders for Executive Escalations: Related to arenaflex's customer needs.
Essential and Preferred Qualifications
We're looking for a highly skilled and experienced Customer Advocacy Manager who can lead our team to success. Here are the essential and preferred qualifications we're looking for:
- Bachelor's Degree or Equivalent: 6+ years of experience supervising in a technical support operation.
- Proven Experience in Mentoring and Developing People and Leaders: Demonstrated expertise using metrics to drive process and quality.
- Strong Ability to Build and Maintain Relationships at All Levels: A proven ability to influence, gain support where necessary, and engage others remotely.
- Clear Customer Focus, Solution-Driven, and Adaptable to Rapidly Changing Priorities: A high degree of self-motivation and ability to work on own initiative.
- Excellent Verbal and Written Communication Skills: Experience crafting, implementing, supporting, and solving issues in complex multi-vendor / multi-platform solutions.
- Knowledge of HTML, XML, JavaScript, or CSS: Experience with RESTful API, resolving tickets in a SaaS environment, and customer support from an operations perspective.
Career Growth Opportunities and Learning Benefits
As a Customer Advocacy Manager at arenaflex, you'll have the opportunity to grow your career and develop your skills in a fast-paced and dynamic environment. We offer a range of learning benefits, including:
- Professional Development Opportunities: Training and development programs to help you grow your skills and advance your career.
- Mentorship and Coaching: Regular check-ins with your manager and peers to provide feedback and guidance.
- Networking Opportunities: Connect with other professionals in the industry and build relationships that can help you advance your career.
- Flexible Work Arrangements: Work from home or in our office, depending on your needs and preferences.
Work Environment and Company Culture
Arenaflex is a global company with a diverse and inclusive culture. We're committed to creating a workplace where everyone feels valued and respected. Our offices reflect the global cities we call home, with spaces for collaboration, quiet, and events. We're proud of our hybrid way of working, which enables us to come together in person and collaborate remotely.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a base salary range of $83,000.00-$125,000.00, depending on your experience and qualifications. You'll also be eligible for bonus, benefits, or related incentives. Our hybrid work arrangement offers flexibility and connection, collaboration, and learning with your team.
How to Apply
If you're a motivated and experienced Customer Advocacy Manager looking for a new challenge, we'd love to hear from you. Please submit your application through our website, including your resume and a cover letter explaining why you're the perfect fit for this role.
Don't miss out on this opportunity to join our team and make a real difference in the lives of our customers. Apply now and take the first step towards a rewarding career at arenaflex!